Sony India — sony bravia tv display problem

Address:

Mumbai City, Maharashtra, 400012

Dear sony,

I, mahendra sitaram kamble, purchased a sony bravia tv (Model no. : 32r482b / serial no. 3268338) in august 2014 from croma, lower parel. I also purchased two years extended warranty on 15th of july, 2015, (From: orbit electronics, worli) before my initial warranty period expired.

In september 2016, there was a problem in the tv screen. When we start the tv in the morning, it showed vertical blue lines on the screen. Double pictures were displayed and small horizontal lines was there on screen which used to disappear in a minute. Thereafter it work properly for the day.

I registered a complaint in 3rd october, 2016 (Service job id: j[protected] at the sony’s toll free number for the above problem. While speaking to the customer care representative, i come to know that my extended warranty number[protected] is not registered with sony.in attached above job sheet, warranty category is mentioned as “out of warranty”. On giving the further details, such as the rubber stamp on cash receipt on warranty card, she said the technician will visit me soon.

The technician came from the service center i. E. Orbit electronics (Same whose stamp appears on warranty card) and advised that the tv needed to be taken to service center. After inspection at service center, i was advised that screen needs to be changed. They keep my tv for nearly 2 months, reason being the part they sought from the company is not available and will take some more time. Meantime they provided with the other tv for temporary usage on request.

When they send their representative with my tv, the tv worked ok for 2/3 months and then it started giving same problem again.

I again registered the complaint around may, 2017 (Job sheet missing).

Again they took my tv to the service center and after a week i received a call from technician saying that they don’t see any problem such as vertical lines, double picture, etc. He said that the 3 white dots on the screen will be taken care of and the problem will not arise again.

When i have received the tv neither vertical lines, double picture, etc. Of screen was resolved nor did the 3 white dots. I had a talk with the technician again about the problem not being resolved and he said that he had inspected the tv for several hours but could not find any problem so he sent it back to me. This time the tv screen was not even properly closed and the while light from inside the tv from bottom edge was also seen.

Meanwhile, my tv’s extended warranty also expire.

Nearly after a month, when i reached home from office, i have seen that a frame remained on the screen for a while and so on. I asked my mother whether she started the tv at that moment hoping that screen will displayed properly after some time as it did since tv returned from service center. She said that the condition was same since morning. I waited for some time and then again called technician, with whom i have spoken earlier about the same. He informed me to register a complaint with sony and they will look after the problem.

Again the complaint was registered on 14th october, 2017 (Service job id: j[protected]. This is my third complaint in one year for the same problem. Your customer care representative said that if the problem is the same which you have reported earlier, it will be resolved free of cost.

Your technician came and while leaving he informed that either they will come home and repair tv or will take it to service center again. They charged rs. 200/- for the visit. On asking about their visit, i was informed they did nothing, but took front and back pictures of tv on their mobile. Now earlier there were only 3 white spots on tv screen which has increased to 7.

After 3/4 days, i received a call from the service center asking for rs. 12, 500/- for screen replacement.

These are my beliefs:
• money for extended warranty was taken from me, but was not forwarded to sony.
• they took my tv to their service center but did nothing to resolve the problem permanently.
• i was informed that some part is replaced which i believe they did not.

Earlier, i was using crt tv of panasonic. When i thought of purchasing a new led tv, i purchased sony tv as i wanted best product and was pretty sure that sony will give me a good quality product.
I regret my decision now.

I am in cable business. Sometimes my customers and friends ask for suggestions before purchasing a tv. Earlier i always recommended sony tv as number 1, but i am afraid that i won’t do that again especially after this horrifying & unprofessional experience from such a big company like sony.

Mahendra kamble
[protected]@yahoo.com
[protected]